Sr. Customer Service Executive- Customer Service Operations - Program Management
Job Description
Job Description
Responsible for managing projects right from planning, collaborating with multiple stakeholders to reporting progress to ensure adherence to timelines and the assigned budgets. This is an operational role which is responsible for delivering results that have direct impact on the achievement of results for projects undertaken as per business requirements.
Responsibilities
Manage initiation, Scheduling, tracking, reporting and execution of project as per the agreed schedule , scope using Standard templates
Setting an appropriate schedule for the development of certain deliverablesDefine project milestones and highlight project dependency.
Develop project plans and schedules, and track progress against established metrics.
Support in managing project budgets and ensure that projects are completed within budgetary constraints.
Identify and manage project risks and issues and develop mitigation strategies.
Ensure that projects are completed on time, within budget, and to the satisfaction of all stakeholders.
Drive continuous improvement in project management processes and methodologies.
Minimum qualification & experience
Relavant Years of experience in program management
Desired Skill sets
Reporting, proposal writing, and budget planningGood knowledge of programme and project management methods
Risk assessment, time management
Overview
The role of the Project Coordinator Level2 is to manage the service delivery for Professional Services towards the Customer for multiple projects. The Project Coordinator will be ultimately responsible for the successful delivery of all projects.
Essential Functions and Key Responsibilities
The Deployment Project Coordinator is responsible for the following
Development and implementation of a project plan for EF&I/Professional Service, maintain the Customer Action Register and the customer documentation package.
Execution of multiple projects, on-time, on budget, following industry practices
Validate site surveys, Nodal/Link acceptance documents & work with Systems design engineers
Manage customer expectations on implementations, interface with customer remotely and in person, manage support partners and implement best install practices and Quality Assurance standards.
Create, maintain and communicate risk assessments, action registers, issues logs, daily reports, communications plan, financial records, project tracker and internal statistical reports.
Host conference calls, present at customer meetings and create presentations.
Report to Service Delivery Manager
Business acumen
Experience & Essential Skills
Communications Skills English (Written, oral) essential
Budgets/business/financial knowledge
Microsoft Project proficient
SharePoint 365 (Desirable)
Project Planning/Managing, methodical thinking
DWDM/SDH in depth knowledge (Desirable)
Quality standards and Audits
Site infrastructure knowledge & Data center connectivity knowledge
Being a team player is paramount
Desirable Skills
PMP certification
Prince 2 practitioner certification (must be current)
Agile practitioner
3+ years project management experience in SDH/DWDM/Metro networks